Job Title field
Hi i wonder if we get someway take the Job Title field away and if it´s not possible can we get text Job Title away. and if i can how do we do it /iS
Bug? Cannot Delete Job Title in Requester window
Hi, I was updating some of the requester information and I have noticed that that the Job Title field contents cannot be deleted (set back to blank). I delete all texts in the textbox and click on update, but when I open the requester again, it comes back. (no error messages) If I changed the Job Title to another title (not blank), then it updates fine. Could you look into this? Thanks
Asset Report
Hi I am after generating a report but cant seem to get the information using the wizard as i want the service tag including. I would like a report that shows the following for ALL assets not disposed of. Resource Name Product Product Type Asset Tag Serial Number Service Tag User Department Any assistance greatly appreciated. Regards Mike
Report: history of workstation assigment
Hi I need to generate report showing what workstations was assigned to user in period of time. I did not see such report in standard reports and did not manage to create it using custom reports. It would be nice also to have report showing to who workstation was assigned to in period of time. Could you help me create SQL query? BR Jan
Actions Menu
Hi When we View a request, is there a way to modify the actions menu to see more status set actions, ie awaiting "3rd Party", this would save time by not having to edit every time. Regards Mark W
Upgrade Question
I am in the process of upgrading our copy of ServiceDesk from 7014 to the current release and moving it from the current server to one that has more storage. My question relates to the ability to migrate some data but not necessarily all data from the current installation to the new install. For example, is there a way to move all of the computer inventory data but not the purchasing history (or some other combination as yet undetermined)? Also, I have a current license. Can that be used on the
Scan problems
I have run in to several issues with scanning computers. Particularly Mac's. Here is a few: 1. SD+ can't get the Serial Number 2. yet alone identify a host by that S/N (So, If the host info in SD+ and reality are not 100/100, you can't really scan the network without creating duplicates). 3. Domain part is dropped from Resource Name (hostname.domainx.com is OK but hostname.domainy.com is cut to hostname. This creates several issues). 4. Model is shown as --Choose Model-- in edit mode after the scan.
Workstation Configuration
Hi, in Workstation Configuration there is a field 'Location'. I understand that this filters through from Active Directory, am I correct? In Active Directory, the properties allow you to select a location for a workstation but you have to browse to find the location. Can you let me know where the data comes from in the browse button Many thanks Jayne
Time Change
How to change time on the help desk main page?
Starting Issues.....
whenever I start the manage engine service desk application it fails to initialize. And if I try to start manually then alos it doesn't work. Below is the part of the Wrapper log file. Kindly assist. STATUS | wrapper | 2010/03/16 15:32:35 | Launching a JVM... STATUS | wrapper | 2010/03/16 15:32:40 | ManageEngine ServiceDesk Plus started. INFO | jvm 1 | 2010/03/16 15:32:58 | Could not create connection; - nested throwable: (java.sql.SQLException: Network error IOException: Connection refused:
How can I inject SQL for our custom request fields through API?
Does the API interface support SQL injection for the custom fields we've created? I tried sending API attributes like "UDF_CHAR1=Test1" and "UDF_CHAR2=Test2", but this doesn't seem to fill our custom fields. Please let me know how I can auto-fill these custom fields through API.
Daylight Savings Time problem on ServicsDesk Plus
Good morning, I'm trying to figure out this DST issue. On the ServiceDesk Plus home page, the time shows as one hour behind actual DST time. However, timestamps on notes added, resolution, etc. are the correct DST time. What might be causing this problem? I've tried correcting the problem by re-saving the preferences info, but this does not work. I've read on related threads that I might have to update Java using time.jar, but that fix was for DST problems with the timestamps. ServiceDesk
Matrix report group by Year / Month
The matrix reports grouped by year and monts sort column by name of the month. So first is August (08) no January (01). This should be sorted by the number of the month. I have a polish version of SDP. Is names of the months can be translated?
ServiceDesk: Customize number of assets allocated to a workstation
I would like to extend the list in ServiceDesk/Inventory/workstations/Assets tab. Currently, I can only list 25 assets allocated to the workstation and would like additional entries. Where in Admin can I customized this?
Change database to MySQL
I wish to use the MySQL already installed on the server. I performed these steps... - changeDBserver.bat - it successfully created the database in the MySQL server and the test connection passed - backupdata.bat - successfully created the backup file - restoredata.bat - ERROR in this step. It seems to create the approx 37 tables but does not populate the tables with any data. I attached the results from the command window.
Report KPI - average assigned time and average resolved time
Hi, I need report with average assigned time (between create time and assigned time) and average resolved time (between assigned time and resolved time) per Technican / Month. The first problem is with find resolved time. I have only closed time and it is not the same. If the SDP has no resolved time it can be cost register time (last if ticket has more than one register time). The second problem is with working hours. The average assigned time is time between create time and assigned time minus
I've lost my inbound e-mail
I've noticed that I've lost some my inbound e-mails... Here I see request that have inbound e-mail from requester And here I can't see them :(
When Changing priority level from medium to low the call breaches SLA
SLA is set as follows Priority Medium - 4 hours Priority Low - 8 hours Create a call in PM an save it. Edit the call and change the priority to PL the call breaches SLA immediately. Also the "Due By" date & time field gets erased. Why would this happen? There are no issues if creating a call in PL and changing it to PM. Any help is appreciated. Thanks
Report on Assets and associated components
Hi, I would like to create a report on Assets and its associated components. Anyone please help me on the query.Didn't find any related thread. Thank you. Regards.
Filter to show only requests with a reply pending
This is bugging me, how can I create a filter view or use the search facility to just get open requests that have a reply pending ( showing Red Envelope ) Thanks, Andy
Suggest hardware scan tool to create CSV
Hi! Can you suggest me simple software or script that can locally scan workstations and save hardware info to CSV reports? The problem is we have many workstations those are not in domain. I tried to generate reports using Everest Corporate and HWinfo but result was disgusting: there are no options to tweak templates of reports for ServiceDesk Plus needs. Thanks in advance.
Parameter Query in reports
Hi, I would like to run a report using the Timespent module but use a parameter query to enable users to select a date period using a prompt before running the report. Is this possible?
Server restarts all the time after restoration from full backup.
Hi! I have a problem with Service Desk after having restored from full backup (ver.7.5SP6). The server restarts again and again after the message Server container loaded If I make a clean install of version 6 of SD it starts correctly with clean database, but after restore it hangs like that.
Editing Bug when you want to change a report ???
Hi All! Some Settings dissapear when i want to edit an existing report. I do the following: 1 ) Go to "Reports" 2.)Open an existing Report (i.e. "All Calls from creation Date") 3) Use the "Edit" Button Now you see "Step 1 ", "Step 2" and so on where you can edit it. Change something and start the Report 4.) Now klick "Edit" again. 5.) For 1 second 1 see "Step 1 ", "Step 2" and so on....and then it is gone...i cant see or edit anything....??? I have to close it and open the report again and
mail fetch stops working
we've been only using the mailfetch for a week now, but over the weekend it stopped fetching email. mail server = exchange 2003 protocol = pop SDP = 7604 I've tried stopping and starting from within SDP, no luck Tried restarting POP-service on exchange, no luck Tried logging in to the account using webmail works fine and there are 3 mails waiting to be parsed. Telnet into pop account from SDP server works fine. Log-view shows no errors. I have attached support logs
ServiceDesk Request Via Email
If for some reason the email functionality cannot be used in ServiceDesk, would it be possible to manually attach an email to a request or does it have to be automatic through SD? In a worst-case scenario, we could save emails as html files and attach these to requests, although a better method of attaching emails to requests would be more desirable. -Justin
SQL query for report - need help
Q1.How can I do query for datetime period from last Thursday 07:00 to now? Its for WorkOrder.CREATEDTIME. I want paste that to my query. Q2.What mean <from_lastweek> - <to_lastweek>?From what weekday begin week? Like I understand its from Monday 00:00 on last week and this week. Or from Sunday?
JVM exited unexpectedly
Dear, I just downloaded Service Desk Plus and Installed it. After finish installing, the Service Desk Plus can't run. It just stuck in the "Loading Database Modules", and then it will start over and running a loop. I used Windows XP Profesional SP 2 and choose Enterprise Edition when installing, and also choose to use MSSQL as the database cause I already have an existing SQL Server 2000 in my computer. I stumbled across a file that looks like a log file.. wrapper.txt inside the bin folder STATUS
Java OutofMemoryError Crash
Running 7.5.14 on Windows 2003 Server. Getting a Java OutofMemory error that crashed Service Desk yesterday. Want to avoid it in the future - is there a supported method of increasing the heap size? [14:27:26:105]|[03-15-2010]|[SYSOUT]|[INFO]|[63]|: Low Memory detected: Thread: Thread[Thread-1,5,main] Exception:: java.lang.OutOfMemoryError: Java heap space [14:27:26:105]|[03-15-2010]|[SYSOUT]|[INFO]|[26]|: [JBOSS] Engine: StandardWrapperValve[action]: Servlet.service() for servlet action threw exceptionjava.lang.OutOfMemoryError:
Favicon
How do I change the favicon for IE browser tabs, etc.? I would like to use my own custom icon as opposed to the default SD icon. I have created a favicon.ico file and placed it where I thought it should go but it hasn't worked so far. This is very helpful for branding.
Email details in notifications
Is there a way to include the email reply in the notification email? For example, it is almost useless to get an email notifying me that someone has replied to a request when it won't include the content of the email. Rather it just says someone has replied to the ticket and it shows me the ticket details but not what the requester replied with. Often I'm not able to get into the help desk right away and I would like for the notification email to include the content that the requester supplied.
Can't access mobile site using Windows Mobile 6.5
I have a Windows Moible 6.5 device and am unable to access the mobile site for ServiceDesk Plus. I don't even get a login screen. I know the site is availalbe as I can access it from my computer from home but when I put that same URL into my phone browser it fails and tells me the site timed out. Is the port the same for the mobile site in the latest build, 7602 for mobile clients? I am entering http://servername:port/mc. It works on my PC but not my phone. Thanks.
IIS not working after install.
I installed SD+ and now the websites I have had running over IIS are not accessible over the internet. The requests just timeout. Does anyone happen to know why this would be happening?
Scan network for switches and routers
Hello. I'm trying to add my switches to assets list, but when I add network, for example, 172.17.0.0 - 172.17.0.255 and specify snmp community (RO or RW) I'm getting an error "General failure while scanning node." for every switch, router or access point while scannig the network. Any ideas? thanks
When closing/resolving Jobs SD sends a new job notification.
7604 This only happens to one technician and if you check the servicedesk there is not a new job listed but the request ID's have incremented. Also the 'send email on closing to tech' notification is NOT ticked. Thanks
Site problems
hello, could you please tell me what does this error mean? Error Code - 1,268,730,590,655
Customising requestor forms
I'm currently evaluating the Enterprise version ServiceDesk Plus. One of the reasons I opted to evaluate it was because of the ease of creating custom forms. I have found 2 issues I cannot resolve. Adding a check box to the technician's form. The only boxes I can find to add are a text, numeric or date field. No checkbox. I can't seem to add any controls to a requestor form. I'm probabl;y missing something, but can't see what. (I should add that I'm evaluating 5 others. SDP is top of the list
Notify assigned technician when assignment as been changed to another tech.
Can this be done. We are having issues when the 1st assigned tech responds to the initial email notification, only to find that the request has been reassigned. In some cases this lack of change notification has caused duplication of effort by both the original and reassigned tech. Please advise.
upgrade from 7022 to 75(09)
hi i have finally decided to upgrade my 7022 installation (works great now after all the teething problems i had with the upgrade from version 6 to 7) yesterday i made a snapshot of my VM (so am able to go back to before upgrade) i run the updatemanager.bat file and it comes up and i point it to the 7022 to 7.5 upgrade file from the adventnet website (which i have downloaded) the update starts and it tells me it is going to make a backup and i can see that the backup folder is being populated with
How to add my domain controller
I cannot add my domain controller servicedesk plus
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